Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/27/2025

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This complaint is in regards to improper handling, and unauthorized activity of ********************************** and *************** of Valley Hospital Medical Center, to deliberately withholding the outstanding balance for about a year, refusing billing health insurance of the patient to illegally placing lien on the account. It seems like it's common practice to violate law regulations, which they so delinquently were attempting to violate Nevada Legislative Health and Safety Code-NRS Section 439B.260(d). It's a regular practice for them not to respond voice mails or emails in timely manner, until several emails are sent and several messages are left. Now, after our numerous written demands, both Hospital *************** and Elevate play a ping pong game, and refuse to verify the balance.

  Customer Answer

  Date: 03/25/2025

  The company has responded to a day after this complaint was filed and fixed all issues related to this complaint.

  No other outstanding concerns regarding this matter. Appreciate your cooperation.

• Initial Complaint

  Date:08/27/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was charged $1,771.32 on 2/15/24 by Valley hospital and $839.78 on 4/1/24. I am waiting for a refund for both charges and United healthcare confirmed I should be refunded by Valley hospital. The charge on 2/15/24 needs to be refunded as there was no pre-authorization and United healthcare said this must be refunded back to my credit card. ***** with UHC called Valley hospital billing me and spoke with **** who said he was submitting these charges for review. *** said even if they appeal, it would be denied as it is too late to get a pre-authorization. *** reached out to *** in billing at Valley hospital in March and advised in the email attached that the claim was denied. I still have not received my refund and the $839.78 was paid by *** and needs to be refunded back to my credit card as well. The reference number for Valley hospital per our phone call is tonij102951 and the reference number for UHC is d42291658297706. My member ID is *********

  Business Response

  Date: 09/06/2024

  Dear *** *****, 

  Thank you for reaching out to Valley Hospital and allowing us to respond to your concerns. We have attempted to contact you and have been unsuccessful. Please reach out to our **************** at ************.

  Thank you, 

  Valley Hopistal

   

   

  Customer Answer

  Date: 09/09/2024

   
  Complaint: 22201971
  
  I am rejecting this response because: *****, the manager at United healthcare called Valley hospital and they would not help and I have not received a call from Valley hospital
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 10/09/2024

  Dear *** *****, 

  I have personally attempted to reach out to you to discuss your account as you have chosen to come through multiple avenues. You have yet to respond to my voicemail. 

  Valley Hosptial Medical Center. 

   

   

  Customer Answer

  Date: 10/10/2024

   
  Complaint: 22201971
  
  I am rejecting this response because: I called Valley hospital and spoke with ***** who was not helpful. ***** with channel thirteen sent Valley the document from United healthcare asking to refund the $1771 and I have still not received it. Photo attached
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 11/14/2024

   
  Complaint: 22201971
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 11/15/2024

  No one contacted me 

  Business Response

  Date: 11/20/2024

  Hello, 

  This patient came through multiple avenues. I have spoken to her and advised why she would not be receiving a refund. The patient was refunded an amount and technically should not have been as the patient owes on another Hospital account. The policy is that any credits would get transferred from on account to the account that had an amount owing. In this case the credit was transferred to the other hospital.

  Alene

  
  
  
  

  Business Response

  Date: 11/20/2024

  Hello, 

  This patient came through multiple avenues. I have spoken to her and advised why she would not be receiving a refund. The patient was refunded an amount and technically should not have been as the patient owes on another Hospital account. The policy is that any credits would get transferred from on account to the account that had an amount owing. In this case the credit was transferred to the other hospital.

  Alene

  Customer Answer

  Date: 11/20/2024

   
  Complaint: 22201971
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:12/14/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I visited the emergency room at Valley Medical hospital on 9/29/23. My blood sugar dropped and I almost passed out at a restaurant so I went to the emergency room. They put me in a bed and did a little testing on but held me there for about 5 hours. When I asked if I could leave around 4am to get home to my child, the doctor told me if I left with out being discharged that my insurance would not cover me. I was not given an IV or told much for the5 hours I was there other than I was OK and they ran a EKG test. When I got the bill from the hospital on 11/3/23 I saw where I was double billed on a few things and I had some questions regarding a payment plan as my bill was $4700 after insurance. I called the billing department and they were absolutely condescending and completely unwilling to allow me to set up a payment plan. I told them the amount I could afford $100/month and some months I could make a larger payment. The billing agent told me that lowest they would accept is $231 a month payment plan but I advised him that I couldn't commit to that amount and asked if I could do $100/month then pay more as I go. I at least wanted to get set up on a payment plan as I do not want this to affect my good credit. He was nasty then started yelling at me saying " well if you don't pay that amount then we will just bill you at 30 days, 60 days and 90 days then just send you to collections and get our money either way." I asked to speak to a manager and he asked why then proceeded to tell me to pay the $231 a month. I hung up and called back but the next agent I got said the same thing even worded identically. I have been making payments online in Nov and Dec and I am still getting calls daily with them threatening to send me to collections in 2 months if I don't pay the full amount immediately. How can this be allowed to treat patients like this? I am trying to set up a monthly payment plan of $100 but the billing department again today just told me they wont accept. Help.

  Business Response

  Date: 12/22/2023

  ***************************************, 

  
  Thank you for bring your concerns to Valley Hospital Medical Center.  I do see that after you filed the Better Business Bureau Complaint you were able to be set up on the requested payment plan. 
  Do you still require our assistance?
  
  *********************
  

  
  

• Initial Complaint

  Date:10/03/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 5/57/2023 I received medical treatment at this facility. I subsequently received a letter with a bill, informing me to email them details of my insurance, if applicable, on 7/10/2023 (attached). I responded by email to them, giving them these details on 7/26/2023 (attached). I received no confirmation of receipt or autoreply. I next was contacted again in august 2023 (letter misplaced) basically stating the same as the first one. I again emailed them my insurance details on 8/23/2023 (attached). Again, no response. I recently received a letter asking again for this information and also threatening me with collections if i did not take action, 9/11/2023 (attached). I replied, again attaching my insurance details by email, also noting that, among other things, I would be filing a complaint with the BBB if I did not receive a note of receipt of insurance.I would like them to contact me, via a human being, who is trained in data entry and medical billing, specifically skilled in entering insurance details and then following up with me.

  Customer Answer

  Date: 10/03/2023

  Hello, 

   

  the service was provided by the hospital at the following address in **.

   

  Valley Hospital Medical Center

  620 *********
  *********, ** 89106-4119

  The ** address appears to be their billing ***** covering all their hospitals

  Business Response

  Date: 10/27/2023

  Hello, 

  We have received the requested insurance information and have pulled the account from collections. 

  Please also time for the insurance to be processed.
  

  ************** 

   

   

  Customer Answer

  Date: 11/10/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me, provided the provider follows through with their written commitments.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  Date:07/19/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Please don't share my information with anyone. I'm ******************************************. I have been returning to Valley Hospital for all services since I was ill and cramped my sciatic nerve in the back on 11-25-2022.Before that, I traveled with my significant other who was white. I'm african american now He didn't know it was his gallbladder when the white nurse with blond hair came to get him for the **ray on Friday, June 14, 2013. As I walked with him, the lady who came for *********************** told me, "Since you're the help, you can stay until he returns for an **ray. Since I'm Black, I'm the white man's help. It was also there in 2018 that I had a knee injury and *********************** checked in. He didn't know what was wrong with his side while I sat in the chair by the door in the triage room. ***** was sitting down the hallway. At the computer, the employee was discussing how ***** cheated. I wonder if she (********) will be stupefied and return to him. After a mental patient got loose, they returned and talked about who ran fastest. Please pull all tape records. I didn't have any idea who to report all this to. No matter how many supervisors you ask, nothing gets done. My ignorance of the nurses' racism surprised me. On 11-25-2022, when I came for my sciatic nerve pain, the lady behind the desk was rude. She called my name but I didn't hear her. In a hospital, the child made a Tik Tok video while people walked in at the door right in front of her. Neither the check-in nurse nor the security officer said anything. A supervisor had to say something. I understand I came into your emergency room but what I didn't receive was a bill for $1,144.44 on account number *********** receive medication right across from where I got my blood pressure and check-in. What I didn't have was lab work taken and they have that on my bill. I remember the doctor's conversation. Since you passed out from the *** scan, we need to know why we need to take your blood. No doctor I'm scared of needles but the back pain still hurts. You should take all medication, and a UTI is on the way, according to the doctor. The doctor and I ended our conversation there. It's enough for me to be treated unfairly and charged for things I haven't received. Please pull all the tapes to disregard the bill. We can agree on $572.22, and a supervisor will let me know how they handle the situation involving your employees. It's time for hospitals to stop overcharging if they aren't providing the service. I hope my file and information have not been mixed up with anyone else's. Someone from ***************************** called from the number ************ collection agency and asked for ******************** on 07-17-2023. It would be great if this bill could be cleared up as soon as possible so I don't have to deal with rude people calling my phone. She still wanted $1,144.44 after I told her I didn't have blood work at valley hospital. She said to email ***************************** Valley Hospital Account # ********* ****** ***************** ************ ************ ****************************

  Customer Answer

  Date: 07/19/2023

  Add additional *************** work wasnt done, valley lab to bill

  Business Response

  Date: 08/16/2023

  Thank you for allowing us to respond to the attached Better Business Bureau (BBB) complaint. The individual charges were reviewed and validated with the patient. 
  We would be able to offer the patient a discount, however after reaching out to the patient to discuss her account she indicated that she was waiting for a response to her BBB complaint. 
  Due to HIPPA requirements, further detail review is conducted with the patient individually. 
  
  

  Customer Answer

  Date: 08/17/2023

  I thank you for your assitance Valley Hospital reached out to me not offering me a discount. No, didn't go over the bill with me a rude lady called from valley hospital August 9th 2023 @ 2:44pm from ************ the lady ******* said " I agree you didn't have blood work that's price from the urine that was taken."  I said urine that was exspensive urine. There was no discusstion about a discount. ******* said it's was the price for the urine that was taken now how would like to pay this $1,114 dollar bill

  Yes, I did reply 

  was waiting on a response from BBB 

  I thank you but as  they said i waiting on someone professional to call and see about a discount on this bill since they incorrectly put blood on my statement which they didn't go over with me and charge for urine

   

   

  Customer Answer

  Date: 08/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******************************************